Billing Support

This article is meant to offer support with questions related to payment issues, refunds on subscriptions, marketplace items, and other payment topics you may encounter on Roll20.

How do I refund marketplace items?

On the home page, from the Marketplace tab, a drop-down menu will appear, and you can click on My Marketplace Items. (You can also click on your account name to find this page). Locate the item you want to refund, click the Actions icon (denoted by three dots), and hit Request Refund.

Account-Marketplace_Items.gif  ezgif-3-342853c389bc.gif

Refunds will be honored for Marketplace items if the refund is requested within 15 days of purchase and the item (in the case of art packs) has not been downloaded. You can view our full refund policy here.

How do I refund my subscription?

You would need to submit a request on our web form in order to process your refund. 

Purchase and Payments > Subscription Refunds and Assistance > Subscription Refund


In your description, please include the email associated with your Roll20 account along with any other information you feel may be important for us to consider so we can best assist you. Refunds will be honored for Subscriptions if your last payment was made within the last 15 days from your initial request. You can view our full refund policy here.

Why was my card declined?

Declines can happen for a variety of reasons. When we submit a charge to your card provider or PayPal, they have automated systems that determine whether or not to accept the charge. These systems take various information into account, such as your spending habits, account balance, and card information like the expiration date and CVC. The best course of action would be to follow up with your bank to see why the charges might have been declined. If you still need assistance, submit a request on our web form.

Purchases and Payments > Payment Errors and Payment Changes > Payment Error Code


I need to change my credit card information

You can use this link to change or remove your credit card information or you can head to your "My Account" page and select "Update Payment Information".  If you continue to have issues, please submit your inquiry on our web form. 

I need to switch from using a credit card to using PayPal

At this time, we cannot automatically change your payment method from a credit card to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please contact us through our web form from the email associated with your account so we can provide manual assistance.

Purchases and Payments > Payment Errors and Payment Changes > Payment Error Code


How does upgrading my subscription work?

You will not be charged immediately. All subscription upgrades are prorated and calculated automatically. When switching subscription types (Monthly to Yearly or Plus to Pro), your account receives the time remaining on your subscription as credit, which will go towards the cost of the upgrade. The difference will either be added to your next invoice alongside your subscription rate or given back as subscription credit during your next billing period (generally, on your subscription renewal date).

How can I check my subscription credit balance?

You can check your credit balance by going to your My Account Page and looking at the Manage Your Subscription section.


Can you offer any discounts on items I already bought on D&D Beyond?

Roll20 is not affiliated with D&D Beyond and cannot offer discounts or access to purchases bought through their storefront. A separate purchase is necessary for applicable items on the Roll20 marketplace for use on your Roll20 games.

As with physical items, you are free to upload content to your games that you have created or purchased for use on Roll20.

My Paizo Account Sync isn't working

Sorry for the trouble! The Paizo Connect program is no longer supported by Roll20 as of March 25th, 2024. If you have questions, please reach out to our support center.

I'm experiencing other payment issues

If you are having billing issues with your Roll20 account not related to the issues described above, please contact us through our web form using the email associated with your account so we can help. If you paid with PayPal, please also include the email associated with your PayPal account.


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